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Ideas portal FAQ

Find, vote on and share ideas for Freshworks products. Here is how it works and what happens next.

1. Idea stages and what they mean

Every idea has a status. It shows where the idea is today.

How does an idea move from submitted to delivered?
  1. Submitted
  2. Under review
  3. Planned
  4. In development
  5. Delivered

Not every idea makes it to the end. Some stay open for votes as Future consideration. Others are Closed.

You get an email each time the status of an idea you posted, voted on or subscribed to changes.

What does each status mean?
Submitted
We received the idea. It is open for votes and comments.
Under review
Product is looking at the idea.
Planned
The idea is on the roadmap. We have not started building it yet.
In development
Our teams are building it. We expect to release it within 12 months.
Delivered
The idea is live in the product.
Future consideration
We are not planning it now, but it stays open. Votes help us see if demand grows.
Closed
We are not taking this idea forward. See "Why was my idea closed?" below.
Does Planned mean a release date?

No. Planned means the idea is on the roadmap. Timing can change as priorities change. We update the status when work starts and when the idea ships.

2. The basics: from your idea to our answer

Six questions most people ask before they post.

What is an idea?

An idea is a request for a feature or improvement that is not in the product today.

Something broken? That is a bug. Please contact Support so they can help you.

Should I search before I post?

Yes. If a similar idea exists, vote and comment on it instead of adding a new one. Duplicate ideas split the votes, so no single idea shows how many people want it.

How do I submit an idea?
  1. Search. Choose Submit an idea and type a title. Similar ideas appear. Vote on one if it matches.
  2. Describe. Tell us the task you are trying to do and what gets in your way today.
  3. Add context. Pick the product area and tell us how much this affects your team. Add a screenshot if it helps.
  4. Submit. Your idea shows as Submitted.
How will I hear back?

You get an email when the status of your idea changes. To follow an idea you did not post, subscribe to it.

Why was my idea closed?

An idea can be closed for one of these reasons:

  • Merged. A similar idea exists. Your votes move to it.
  • Bug. It is something to fix, not a new request. Contact Support for help.
  • Retired. It no longer fits the product.
  • Already available. The product can do this today.
  • Not planned. We have no plans to build it.

Closed ideas stay searchable, so you can still read the comments.

3. Find ideas and share your thoughts

The quickest way to make an impact is to back an idea that already exists.

How do I find an existing idea?
  • Use the search bar on the Ideas page. Try two or three keywords.
  • Filter by product, so you only see ideas for the product you use.
  • Filter by status to see what is Planned or In development.
  • Sort by votes to see the most requested ideas first.
How do I vote on an idea?

Open the idea and select the vote button. Voting shows us which ideas matter to you. You need to be signed in to vote.

How do I add a comment?

Open the idea and add your comment. The most useful comments say:

  • What you are trying to do.
  • What stops you today.
  • How you work around it, if you do.

"I agree" helps less than a short example from your own work.

How do I follow an idea?

Select Subscribe on the idea. You get an email when the status changes or when someone replies.

I could not find my idea. What now?

Submit a new one. Use a clear title and describe the problem, not only the solution. Then we can see what you need, even if there is more than one way to solve it.

Have a bug or a question about how a feature works? Contact Support instead.

Ideas Status Pipeline

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8947 Ideas

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Apprentice
thomas.vonmorandellApprentice

Add multiple questions to surveyClosed

Hi!It would be great if multiple questions could be added the cutomer satisfaction survey.This would be helpful in improving the quality of specific services.For example the survey could include questions like:- How satisfied are you with the ticket resolution?- How satisfied are you with the response time?- How good was the voice quality?Thanks!

1
Apprentice
6 years ago
Apprentice
indyApprentice

Change Advisory Boards via the APIClosed

There's an existing solutions article about not being able to submit approval requests through the API, but it would be handy for the Freshservice API to have:An endpoint where you can view the CABs and their membersExtra information associated with the Change endpoints to see what approvals have been submitted/approved/rejected.Any remarks added to the approval/rejection.Right now it feels like the API has a big chunk missing from it without these approval details, and makes it harder for us to integrate Freshservice into our business processes.

1
Apprentice
6 years ago
Apprentice
vinay.ramkorunApprentice

New client accounts created in SugarCRM to generate automatic onboarding cases in Freshdesk.Closed

Client on-boarding is usually associated with repeatable tasks. For new clients added to the CRM, it would be good if freshdesk could follow an automated script to create a case with sub-tasks and assign to an onboarding queue for agents to work on.Is this functionality present in the workflow?ThanksVinay

0
Apprentice
6 years ago
Contributor
psawyerContributor

Microsoft Flow EnhancementsClosed

I am not sure if Freshworks is responsible for the Freshservice connector in Flow. But if so I would like to see the following.Update trigger to allow act on updates as well as new ticketsInclude additional areas such as Problems, Changes, Releases, Agents, and RequestorsAcess to tasks from Flow

2
6 years ago
Apprentice
ssnyderApprentice

Report / Widget -- Project Module - Time ReportingClosed

While we can get a CSV of time billed in each project, it would be better to pull a report of all time billed across all projects in between a period of time for your agents.It already exists for Ticket, Problems, Changes, Releases, etc. Projects is the hardest module to pull time for your team based on any time period. What would be icing on the cake is to pull a time card for your agent(s) across any module in a day, week or month. 

2
Apprentice
6 years ago
Apprentice
tammy.buiApprentice

Backup ApproverClosed

Hello,We would like to the possibility of adding in backup approvers into the workflow automator.Ideally, when we set the action to send an approver email, we should have the option to add an SLA that needs to be met by the approver and if it is not met, it will send an approval email to a designated backup approver so that the workflow can continue to fire.Without this, workflows break as backup approvers are manually added to be an approver. Otherwise, the workaround is long and includes SLAs, Supervisor Rules, and duplicating large approval workflows.

0
Apprentice
6 years ago
Apprentice
doris.brown-harrisonApprentice

Clone a widget to the same pageClosed

I frequently have the same metric that I want to see for different products on the same page for comparison, so i will use the same widget on that one page and just filter it for different products. It would be great if i could copy ('clone') a widget on the same page. Currently, I have to clone the report to a new page, make my changes, then clone it again back to the page i really want it on, a very time consuming process.

0
Apprentice
6 years ago
Apprentice
markus.pohlApprentice

Adminbereich im Backend - SanduhrClosed

 Im Backend kann der Adminbereich nicht mehr aufgerufen werden.Es kommt ständig Loading....

0
Apprentice
6 years ago
Contributor
matt.cooperContributor

Clone a TicketClosed

I've searched around the forum and don't see a request for this already which is actually pretty surprising as it's a standard feature in most ITSM products. We're looking for a "clone" option where we can create a new ticket based on the properties of an existing ticket.Since all ticket should have a number of mandatory fields (at least if the company is trying to be ITIL compliant), creating a ticket can take a minute or two. If we want to create a number of nearly identical requests (example: ordering phones for 5 new employees), we have to go through the manual process of creating each of the 5 tickets, including all categorization. If we could get an option under the "More" button of an existing ticket that creates a new ticket will all the tombstone values pre-populated based on those in the existing ticket, we could save hours on these repetitive tasks.

9
6 years ago
Apprentice
nahidulApprentice

Ticket importClosed

Good morning, Can you tell me how to import external tickets in Freshservice? We are currently using SugarCRM for managing our tickets. We would not use it anymore as we are replacing it with Freshservice. I have exported all the tickets (102 open) in a csv file to import in Freshservice. But I can’t see the import button to import all of them in Freshservice. I would be happy if you assist. I look forward to hearing you back. Thanks  

4
Apprentice
6 years ago
Apprentice
andyApprentice

Assign ticket to a companyClosed

I want to add a ticket, and allocate it to a Company, so if a person from that company logs in, they will see all tickets from their Company. At the moment, there doesn't seem to be an option to assign a ticket to a company when I'm logged in as Admin. Can users from the same company see each other's tickets? I'd like it if they could.

39
6 years ago
Contributor
suzanne.addisonContributor

Change Workflow - Required RulesClosed

We are getting complaints from users as we were able to lock down the Change Request process in our old system to basically dummy proof it whereas in Fresh Service if they put a CR in a status but it is missing required fields there isn't a way to go back.For example, for application changes (we use Assets and added our application list as an Asset type) so an Asset has to be associated with the Change Request.There isn't a way to stop the user from moving it to Request approval and the approvers (shame on them) aren't noticing that an asset isn't associated since there isn't a way to bring that field into the approval screen directly to point it out.We did set up a field that tells the requester that they are missing it, but it is too late if the approver goes ahead and approves it anyway to get it back to one of our editable states.Anyone have suggestions on a better workflow to ensure that we remain compliant with SOX requirements for our financial systems and avoid the re-entry that the developers are doing by being spoiled by our old system that had a more robust workflow engine?

1
sundararajan.srinivasan
6 years ago
Apprentice
jeff_18923Apprentice

Ticket Last Updated FieldClosed

It seems like the information is tracked somewhere for Workflow Automations to function.  As well when a ticket is updated I can see a timestamp in the reply section.However, there are no fields that I can find to display or filter by when a ticket was recently updated.For example, I would like to see the tickets that were worked on today for a specific employee.  I cannot find a way to filter the ticket view to see this info nor can I find a way to create a report using the most recent update time/date as a condition for the report.Would it be possible to add visibility of this field and grant access to it in the ticket filter and reports sections?Thanks!

2
sundararajan.srinivasan
6 years ago
Apprentice
adam.lisikApprentice

Multiple changes linked to single problemClosed

It might be that we need to link multiple changes to one problem (in a event that change has not solved the problem we are dealing with)At this moment in time we can only link one change to one problem. 

1
sundararajan.srinivasan
6 years ago
Apprentice
credeApprentice

Default Ticket Sort OptionsClosed

Hi I'd like to be able to sort tickets in a number of ways that are not available at the moment.1. Sort by Ticket Number2. Sort by Due By Date - This is super important to be able to manage SLA's3. Ability to customise my sort filter for any field in the ticketThanks

1
sundararajan.srinivasan
6 years ago
Apprentice
jcataniaApprentice

More Admin Control of Customer Satisfaction SurveyClosed

Many of my customers do not feel comfortable being honest in their customer satisfaction survey. This is because many of my users are assigned the same agent based on their location. I, as the supervisor, need to make satisfaction feedback private so only I can see. I will then discuss and share as needed with my agents.

1
sundararajan.srinivasan
6 years ago
Apprentice
barnaby.boothApprentice

Attaching third party ticket numbers associated with requestClosed

it would be quite useful to be able to associate a third party ticket number with the call, (maybe under child tickets) so when talking to a provider for the second or third time about an issue that you have escalated to them you don't have to trawl through your stored e-Mails and notes to find their ticket number

1
sundararajan.srinivasan
6 years ago
mfedele
Skilled Expert
mfedeleSkilled Expert

Change request Lifecycle / go on next step when the all the tasks are completedClosed

When all the requested tasks have been completed, it should be nice that the status of the change goes to the next step automatically.The actual behaviour is to change manually the step, changing the status field.The feature should be that the admin choose in Change Lifecycle on each step with a checkbox "Go on next step automatically when all tasks completed"In the same way as the checkbox "All tasks in the change are complete"Thanks

1
sundararajan.srinivasan
6 years ago
Apprentice
stefan.foulisApprentice

Prevent Automation from running in case of Ticket mergeClosed

I am using an automation to call an external WebHook whenever a Ticket is closed. However I don't want the WebHook to be triggered if the Ticket was closed due to it being merged.I tried adding a "Merged" Tag to the Ticket like described in Inspired by https://support.freshdesk.com/support/discussions/topics/39126  (which worked). I run that automation before my webhook and the Tag is attached to the ticket.However it does not seem to work in my Webhook. I suspect that there is a race condition where the Tag is not available yet. Or perhaps the merge closes the ticket before the Private note is attached.Is there a way to do this?

1
6 years ago
Apprentice
roland.lundgrenApprentice

Choose email address sent from in automationsClosed

Right now when in automations you want to send an email it is sent from the mail address that is marked as default.I want to propose that when you want to send an email through automation you can choose which of your registered mail addresses you want to send the email from.This would help a lot.

1
6 years ago
Apprentice
uw_20732Apprentice

Customise Email FieldsClosed

Hi,I can see the ticket fields can be customised in the settings but when i go "New" > "New email", is there a way to configure these fields. I'm on the free plan at the moment but may upgrade if I canSet a default "To" value (I.E. All new emails are set to go to a default recipient.Use default email templates and include signatures - Can use canned responses!Set a default "Subject".Change default ticket status from closed to pending (Or Open)Hide Priority and Tags fields

0
Apprentice
6 years ago
Apprentice
anj2jApprentice

Solution for linking solutions to each otherClosed

There is a great need for linking the solutions to each other, to give the reader the best experience / fast finding referenced solutions.Currently I have to link manually from one solution to another: first i have to open a new tab, search for the solutions, get the link, and paste it to the link window.It would be better if we have some improvements e.g.:At the bottom footer, show automatically relevant solutions (maybe over the tags, or a intelligent search)Give me a possibility to fast link a word / sentence to other solutions (like in ticket solutions)Make global Links, for automatic linking -> so if the Word "Drag-n-Drop" is found in an solution, it is automatically linked to the saved location.best regards!Andreas Jonderko 

46
6 years ago
Active Contributor
antony.painActive Contributor

Allow 'Visible To' to use more fields in a company that just nameClosed

Hello,In our organisation, I need to take our one portal and split it into three product lines. Some users will view 1 product line, some will view two product lines and some will have access to all 3.The issue is that they can mix and match so "Multiple Products" is not an option because I would need 7 different products....Product A, B, C, A+B, A+C, B+C, A+B+C.Instead the only way I have found to manage this is to use the 'Visible To' option in solution to specifically say which companies have access to which folder. This works for now but is not good for management.It would be much more useful to be able to define that "Visible To" is based on a field within a contact/company like I mocked up here as you could filter you solution much more easily inside of one portal and all the information is already filled in by users/agents instead of manually linking the two:

3
sajesh.krishnadas
6 years ago
Contributor
tomContributor

wiki style solutions and TOCClosed

It would be great to be able to use wiki style formatting and table of content inserts into solutions. I think the 3 level nesting of solutions is a good limit but being able to add a table of contents to a solution is needed to provide a better overview. Take a look at the freshdesk API solution info at http://support.freshdesk.com/solution/categories/4/folders/453/articles/167-using-the-freshdesk-api. imo it's very hard to jump to the right API topic.   Also imagine a situation where you have a solution in the form of Manual > Settings > Users, you would like more nesting for describing how to add users, delete users, etc.

12
sajesh.krishnadas
6 years ago
Apprentice
informatiqueApprentice

How to change loaner planning ?Closed

Hi,Where can I modify loaner planning ?For example : I don't want to authorize ask for loan items at night or on wednesday afternoon.ThanksCédric

0
Apprentice
6 years ago
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This ideas board reflects customer feedback and our current thinking, and is provided for informational purposes only. Roadmap decisions, including AI-related capabilities, are influenced by many inputs beyond customer votes, such as technical feasibility, security, compliance, and market conditions. They are subject to change without notice. Idea status labels (such as “Under Review” or “Planned”) do not constitute a commitment, promise, or legal obligation to deliver any feature, functionality, or timeline, and are not part of any agreement with Freshworks. Development and release of any product or feature remain at Freshworks’ sole discretion.

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